Avaya Aura® Contact Center

All-in-One Omnichannel Contact Center Solution

Documents and Videos

Brochures

Avaya Aura® Contact Center – Your Omnichannel Contact Center Solution [PDF]

09 Feb 2016
Today’s consumers are more wired and technically savvy than ever before, with email, social media and the web serving as primary sources of information. Businesses wanting to gain a competitive edge with these customers know that a contact center must do more than simply manage customer service calls. Learn how Avaya helps businesses deliver a personalized omnichannel experience with Avaya Aura Contact Center.

Avaya Customer Engagement Solutions [PDF]

17 Dec 2015
Expanding on the performance, reliability and flexibility of the Avaya Aura® platform, Avaya Customer Engagement solutions provide the foundation on which to build a customized portfolio of customer engagement applications for the contact center, tailored to your organization’s customer experience strategy and goals.

Nortel Contact Center Evolution - Top Ten Reasons to Migrate to Avaya Aura Contact Center [PDF]

26 Feb 2015
It’s a great time to migrate your Nortel contact center solution to Avaya Aura Contact Center with Avaya Aura Communications Manager. With the new data migration utility and the hundreds of new features and enhancements, your contact center investment is preserved while you move to a next generation omnichannel customer experience framework.

Avaya Professional Services [PDF]

05 Jan 2015
See how Avaya Professional Services uses Enablement, Optimization, and Innovation Services to help companies get the most out of their real-time communications solutions,  helping them achieve business strategies.

Demos

Avaya Aura® Contact Center

11 Oct 2013
This demo provides an overview of the capabilities of Avaya Aura Contact Center.  Some of the capabilities outlined in this demo may have dependencies requiring specific configurations.  Please consult your Avaya sales engineer or representative for details.

Avaya Aura® Contact Center with Multimedia [8:05]

11 Oct 2013
Avaya Aura® Contact Center provides multimedia contact center routing and reporting.

eBooks

Managing the Customer Experience

08 Jul 2014
This interactive electronic Guide is packed with practical articles written by experts from Avaya, our leading partners, and industry leaders. Case studies, charts, and infographics help you discover how to transform each customer experience into real customer lifetime value.

Fact Sheets

Avaya Aura® Contact Center 6.4 [PDF]

10 Mar 2014
Avaya Aura® Contact Center 6.4 is a context-sensitive, collaborative, voice and multichannel customer experience management solution that allows businesses to manage all types of customer interactions through a unified application.

Infographics

Customer Experience IS the battleground [PDF]

07 Mar 2016
The competitive battleground has shifted, to stay relevant, businesses must embark on a digital business transformation to keep up with the speed of their customers.

Videos

Avaya Co-Browsing Snap-in [1:41]

19 Jan 2016
Enable rich online collaboration directly within your website. Use this developer Snap-in to make your web pages more personal with guided web browsing, shared control, and secure form filling that helps you close online transactions, improve first contact resolution, and differentiate your online experience.

Avaya Aura Contact Center and Proactive Outreach Manager [5:17]

11 Feb 2015
Learn more about the out of the box integration between Avaya Aura Contact Center and Proactive Outreach Manager. This solution offers a fully blended omnichannel agent experience offering unified inbound and predictive outbound interactions. This video also highlights how presence can be used by agents to boost first contact resolution with quick access to experts across the enterprise. Combine that with the automated multichannel capabilities of POM and Avaya Aura Experience Portal for a unique and differentiated customer experience.

Avaya Customer Experience Management: Delivering Tomorrow’s Customer Experience Today [5:10]

07 Jan 2015
Avaya Customer Experience Management enables you to engage the right resources, processes, and information allowing you to deliver customer service that is unique, customized, and enduring. Avaya Customer Experience Management focuses on awareness of all relevant context for specific customers at any time and connecting all interactions together regardless of media into a seamless, persistent conversation. Creating a Whole New Customer Experience…For Each Customer, Every Time.

Multichannel Proactive Customer Engagement [1:40]

04 Jan 2015
This short video demonstrates how an insurance company is improving the customer experience using automated text messaging to anticipate customer needs.

White Papers

Youbiquity Finance 2016 - Retail Banking

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Youbiquity Finance 2016 - General Insurance

27 Jun 2016
For nearly five years, Avaya and BT’s Youbiquity Finance research has informed the channel strategies of some of the world’s leading financial organisation. From phone, email, internet self-service, apps and web-chat, to social media or video conferencing, the Youbiquity Finance research has revealed how consumers’ expectations of financial service providers are changing. Now, in 2016, we have conducted another round of Youbiquity Finance research. Based on the views of 3,014 respondents across Germany, Spain and the UK, this research outlines the key trends in consumer behaviour in banking and insurance when it comes to sales and customer service channels.

Customer Engagement: From Interactions to Relationships

19 Mar 2015
Best-in-class firms employ well-planned and executed programs that improve customer experience. This Aberdeen research study shows how delivering consistent and personalized messages through omni-channel interactions is the key to differentiation in today’s marketplace. Learn how top companies are creating and keeping happy customers, optimizing employee performance, and improving revenue.

Global Report: Missing Customer Expectations? [PDF]

12 Jan 2015
Dynamic Markets was commissioned by Avaya to conduct Independent Market Research across 24 countries to investigate the emphasis companies are putting on CEM (Customer Experience Management) and what steps, if any, they are taking to address this area. Read this report for the answer, and gain insight on where customer expectations sit compared to how they are treated by organizations.

Avaya's Transformation [PDF]

18 Jul 2014
Zeus Kerravala of ZK Research evaluates Avaya solutions and products for enterprises that are expanding their communications from traditional, legacy environments to mobile and cloud computing. Avaya provides an end-to-end, integrated communications and network portfolio that shifts enterprises from complex, proprietary communications to open, agile systems.

Avaya Users Deploy Best-in-Class Practices to Improve Contact Center Performance

21 Mar 2013
This detailed independent survey from Aberdeen describes the processes, technologies, and tools top-performing businesses use to improve their contact center and business performance. Their focus is on enabling contact center activities, compliance, analysis of customer and operational data, and continuous improvements—all driving to results and an enhanced customer experience.

Connect With Avaya

U.S. & Canada

(866) GO-AVAYA

Worldwide

(908) 953-6000